How HelpDesk Operators Manage Tickets from HelpDesk Users

Introduction

This guide is for HelpDesk operators who work on tickets created by clients (HelpDesk users) in Easy8. You will learn how to process these tickets step by step — from the first client message to closing the ticket.

Target Audience

User

Prerequisites

Before starting, make sure:

You are assigned to one or more HelpDesk projects
You have permissions to view, update, and comment on HelpDesk tickets
The HelpDesk module is active and tickets from email are working

How to Manage Tickets from HelpDesk Users

Step 1: New Ticket is Created

A client (HelpDesk user) sends an email or submits a message via a HelpDesk link.
The system creates a ticket automatically.
The ticket includes:
- The client’s name and email (shown in the Author field)
- The message content as the first comment
- Ticket ID, status, and priority

Step 2: View and Read the Ticket

Go to Global menu >> HelpDesk or use your dashboard widget.
Open a ticket assigned to you or unassigned.
Read:
- The initial message from the HelpDesk user
- Any previous replies (if it's a follow-up)
- The current status and SLA timers (if enabled)

Step 3: Reply to the HelpDesk User

Add a new comment or click Send Email (if visible).
Choose a predefined email template (optional).
Write your message to the client.
Make sure the comment is public (not internal).
Submit — the client receives your reply by email.

Step 4: Change the Status

After replying, set the status to Waiting for Response, Pending Client, or similar.
This shows that the next move is on the client’s side.
If the ticket is resolved, you can use Resolved or Closed.

Step 5: Track the Ticket and Continue Communication

When the client replies, the system adds the reply as a comment.
The ticket may move back to a reaction-needed status (e.g., “Consultation”).
Repeat: read, respond, update status.

Step 6: Close the Ticket

Add a final comment (optional).
Set the status to Closed or Solved.
The HelpDesk user receives a notification (if email template is set).

Troubleshooting

Problem	What to Check
Client reply didn’t show up	Check if the email arrived in the connected HelpDesk mailbox.
Client didn’t receive your message	Ensure the comment was public and the system sent the email.
Status did not update automatically	Your workflow may not include automatic status changes on reply.

Conclusion

As a HelpDesk operator, you work on tickets created by HelpDesk users through email or HelpDesk links. Read the ticket, reply using templates, update statuses, and close the ticket when done.